MB-910 Practice Test 50 — 15 Questions

Question 1

An elevator servicing firm has customers with legally mandated inspection intervals. The firm wants Dynamics 365 Field Service to automatically create the next inspection work orders months in advance, invoice on the agreed cadence, and keep the whole arrangement on one record per customer contract. Which Field Service record type should the firm use?

Choose an answer to begin — your selection is scored in the full session.

Accepted Answer

Agreement with booking setup and invoice setup. Agreements are the Field Service construct for recurring preventive maintenance and billing. Booking setup defines the recurrence that generates future work orders, while invoice setup defines how and when invoices are produced, letting the elevator firm keep scheduling and billing configuration on one agreement record per customer contract.

Answer

Entitlement with entitlement channels

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Customer asset with warranty details

Answer

Work order with a recurrence field

Question 2

An administrator at a healthcare network is configuring Dynamics 365 Customer Insights - Data to unify patient data from a scheduling system, a billing system, and a patient portal. The administrator notices that some patients appear as multiple unified profiles because their records have slightly different name spellings and missing date-of-birth values. Which configuration should the administrator adjust to improve the accuracy of the unification?

Accepted Answer

Match rules in the unification settings. Match rules control how records from different sources are compared and merged during unification. By refining match rules, such as enabling fuzzy name matching and handling missing date-of-birth values appropriately, the administrator can reduce duplicate unified profiles and improve accuracy for the healthcare network.

Answer

Data source refresh schedule

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Export destination for the unified profile

Answer

Role-based access controls on the unified profile entity

Question 3

A support agent at a software company receives a case from a customer reporting a critical bug. The agent needs to collaborate with a product engineer to resolve the issue. The engineer does not have a Dynamics 365 Customer Service license. What is the recommended way to involve the engineer in the case resolution?

Accepted Answer

Use the case's Timeline to add a note and @mention the engineer, or use Microsoft Teams collaboration.. Dynamics 365 Customer Service provides collaboration tools such as the Timeline with @mentions and Microsoft Teams integration. These allow agents to involve colleagues without assigning the case or requiring additional licenses. The engineer can view the case context and contribute through notes or Teams chats. This maintains a single case record and streamlines resolution, making it the most efficient and recommended approach.

Answer

Add the engineer to the case's connected customer or use a shared queue.

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Assign the case to the engineer and grant them a Customer Service license.

Answer

Create a new case for the engineer and link it to the original case.

Question 4

A field service manager wants technicians to be able to view and update their assigned work orders on a phone or tablet while working in areas with no network coverage, and to have those changes synchronized when connectivity returns. Which Dynamics 365 Field Service capability should the manager rely on?

Accepted Answer

The Field Service (Dynamics 365) mobile app with offline synchronization enabled. The Field Service mobile app supports an offline profile that defines which entities and records are downloaded to the device for a technician. Bookings, work orders, service tasks, and related records become available without connectivity, and edits are queued and synchronized when the device regains network access. This is the designed mechanism for technicians working in low- or no-coverage areas.

Answer

The Universal Resource Scheduling solution deployed to a model-driven app

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The Dynamics 365 Field Service web app accessed through a mobile browser

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The Field Service mobile app configured with a Remote Assist integration

Question 5

A customer service manager needs to ensure that cases are resolved within the timeframes specified in the customer's service level agreement. The manager wants to track key performance indicators (KPIs) such as first response time and resolution time, and receive alerts when cases are approaching breach. Which Dynamics 365 Customer Service feature should the manager use?

Accepted Answer

Service level agreements (SLAs). SLAs are the Dynamics 365 Customer Service feature that define and track key performance indicators such as first response time and resolution time. They can trigger alerts when cases are approaching breach, enabling managers to take corrective action. This makes SLAs the correct choice for ensuring cases are resolved within agreed timeframes.

Answer

Entitlements

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Customer portal

Answer

Unified routing

Question 6

You are configuring Dynamics 365 Sales for an organization that wants to ensure that when a lead is qualified, the resulting opportunity inherits specific information from the lead. The organization wants to map the lead's 'Budget Amount' field to a custom field on the opportunity called 'Estimated Budget'. What should you use to achieve this?

Accepted Answer

Lead qualification process with field mapping. The lead qualification process includes a built-in mapping feature that transfers data from the lead to the newly created opportunity. By customizing the mapping, you can ensure that the lead's 'Budget Amount' is copied to the opportunity's 'Estimated Budget' field. This is the standard and most efficient method to achieve the requirement.

Answer

Business rule on the Lead entity

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Calculated field on the Opportunity entity

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Workflow that runs on lead qualification

Question 7

A support manager at a company using Dynamics 365 Customer Service wants to enforce a service level agreement (SLA) that requires the first response to any case marked as 'High priority' to occur within 2 hours. They need to track whether this target is met and take action if it is breached. What should they configure?

Accepted Answer

Configure a service-level agreement (SLA) with a KPI for first response and set the failure action to alert the manager.. A service-level agreement (SLA) in Dynamics 365 Customer Service is the correct tool to define and monitor KPIs like first response time. It tracks elapsed time, applies conditions such as priority, and triggers failure actions when targets are missed. Entitlements, queues, and simple workflows do not provide this active enforcement and alerting capability.

Answer

Set up a queue that automatically assigns high-priority cases to agents with a 2-hour timer.

Answer

Create an entitlement with a 2-hour first response time and associate it with the customer.

Answer

Create a workflow that sends an email to the manager when a case is created with high priority.

Question 8

A customer service manager at a mid-sized bank wants agents to see a unified customer profile — including recent loan inquiries, past support tickets, and loyalty tier — directly inside the agent desktop without switching applications. The bank already uses Dynamics 365 Customer Insights - Data to unify customer records. Which capability should the manager use to surface those unified profiles inside the agent experience?

Accepted Answer

Customer card powered by Dynamics 365 Customer Insights - Data. The customer card is designed to bring unified customer profiles from Customer Insights - Data into the agent desktop in Dynamics 365 apps, giving agents a 360-degree view without leaving their application. It surfaces unified attributes and measures such as loan inquiries, support history, and loyalty tier, which matches the bank's requirement to avoid switching systems.

Answer

Unified customer profile export to Microsoft Excel

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Customer Insights - Journeys segment builder

Answer

Customer Voice survey distribution

Question 9

A customer service manager wants to provide agents with a unified, modern interface that allows them to work on multiple cases simultaneously, view customer details, and access productivity tools without switching between windows. Which Dynamics 365 Customer Service application should they use?

Accepted Answer

Customer Service workspace. Customer Service workspace is the modern application that provides a unified, multi-session interface for agents to manage multiple cases and access customer information efficiently. Other applications like Customer Service Hub are older, Omnichannel is for channel engagement, and Field Service is for field operations.

Answer

Omnichannel for Customer Service

Answer

Customer Service Hub

Answer

Dynamics 365 Field Service

Question 10

A sales representative at Litware uses Dynamics 365 Sales and needs to send a quote to a customer. The quote includes multiple products with different quantities and discounts. After the customer reviews the quote, they request a change to the quantity of one product. The sales representative needs to update the quote and resend it while preserving the original version for audit purposes. What should the sales representative do?

Accepted Answer

Use the Revise command on the quote to create a new revision.. The Revise command on a quote creates a new revision while preserving the original as read-only, ensuring an audit trail. The revised quote inherits the line items and can be modified before resending. This is the correct method to update a quote after customer feedback while maintaining version history, as required.

Answer

Create a new quote from the opportunity and copy the products.

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Close the existing quote as won and create a new one.

Answer

Edit the existing quote directly and save it.

Question 11

A sales rep at Adventure Works is working an opportunity in Dynamics 365 Sales. The customer asks for a formal document that lists products, quantities, prices, and terms before they commit. The rep needs to generate this from the opportunity and send it for approval. What should the rep create?

Accepted Answer

A quote record generated from the opportunity.. Quotes are the formal proposal documents in Dynamics 365 Sales, generated from opportunities and containing product line items, pricing, and terms. They can be activated, revised, and routed for approval before the customer commits. Orders and invoices come later in the process, and leads precede opportunities, so a quote is the only record that matches the scenario's timing and purpose.

Answer

An invoice record generated from the opportunity.

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An order record generated from the opportunity.

Answer

A lead record converted from the opportunity.

Question 12

A sales representative at Fabrikam is working on an opportunity that is in the Develop stage. The representative wants to track a competitor that is also bidding for the same deal. Which feature should the representative use to associate the competitor with the opportunity?

Accepted Answer

Competitor records linked to the opportunity. The Competitor entity in Dynamics 365 Sales is specifically designed to track competitors and can be linked to opportunities. This allows sales representatives to record which competitors are involved in a deal, along with their strengths and weaknesses. Other features like notes, connections, or SharePoint document locations do not provide the structured competitor association and reporting needed for competitive analysis.

Answer

SharePoint document location

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Notes attached to the opportunity

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Connections linked to the opportunity

Question 13

A field service company is setting up its resource model so the dispatcher can assign the right people to jobs. The company needs to represent both individual technicians and groups of technicians, and it needs to capture the skills and certifications each resource holds so requirements can be matched automatically. (Choose two.)

Accepted Answer

Create bookable resources of type User and type Crew to represent individuals and groups.. Bookable resources with the appropriate resource type model the supply side of scheduling: User-type resources represent individual technicians and Crew-type resources represent teams that can be booked as a unit. Characteristics attached to those resources capture skills, certifications, and proficiency, and requirements reference the characteristics they need so the scheduling engine and Schedule Board filters can match qualified resources automatically.

Answer

Use territories to represent each technician's certifications so the dispatcher can filter by territory.

Answer

Define each certification as an incident type and add it to every work order the technician may receive.

Answer

Create a separate work order for each technician so the dispatcher can track individual capacity.

Question 14

A sales operations analyst at Adventure Works is configuring Dynamics 365 Sales to help sellers work opportunities more effectively. The analyst needs features that guide sellers through a defined sequence of sales stages and that automatically surface next best actions based on priorities. Which two capabilities should the analyst configure? (Choose two.)

Accepted Answer

Sales Accelerator sequences and work list. Business process flows enforce a defined sequence of stages with required steps, giving sellers consistent guidance. Sales Accelerator sequences plus the work list compute and surface prioritized next actions. Price lists, goals, and connection roles address pricing, performance measurement, and relationship mapping rather than process guidance or next-action recommendations.

Answer

Product catalog price lists

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Goal metrics and rollup queries

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Connection roles on account records

Question 15

A field service company uses Dynamics 365 Field Service. They want to enable technicians to view and complete work orders even when they have no internet connectivity. Which capability should they configure?

Accepted Answer

Offline mode in the Field Service mobile app. Offline mode in the Field Service mobile app is specifically designed to let technicians download work orders and related data, perform updates offline, and sync later. Other features like Connected Field Service, Resource Scheduling Optimization, and Customer Portal do not provide offline capabilities for technicians.

Answer

Resource Scheduling Optimization

Answer

Customer Portal

Answer

Connected Field Service with IoT